Due to the growing amount of air traveller in the coming decades, there is an increasing interest to improve the experience of the passengers. Especially travelling with hold-luggage is a big pain point and stress factor for passengers’. A new way of looking at this problem is providing a baggage pick-up and delivery service by independent...

This is a master graduation project of TU Delft, in collaboration with Air France KLM (AFKL) Digital Department. It proposes a personalised digital service, “Travel Avatar”, for KLM frequent business travellers, aiming at bring hedonic rewards of travelling for business to their trips and create memorable customer experience, which enhance...

The first fully autonomous vehicles of Ford will be launched in 2021, and the revolution has been carried out not only self-driving technologies but also new business models. I.e., the establishment of Ford Smart Mobility LLC has demonstrated its ambition to seek new mobility business models rather than a focus on manufacturing vehicles itself....

This master thesis provides a feasibility study of a door-to-door (d2d) baggage service with standardized bag. Many stakeholders are involved in the aviation industry and in order to implement such a service the consequences and requirements for the industry must be clear. One of these stakeholders is Vanderlande, global market leader for...

Background In the Netherlands, substantial health consequences can be seen due to a general unhealthy eating lifestyle, where only few people meet the guidelines. Ahold Delhaize acknowledges its role in this matter and wants to contribute with a healthier assortment, and inspiring programs and services. Moreover, Albert Heijn wants to shift its...

This project was commissioned by Livework Rotterdam with the intent of designing a new service value proposition to offer to clients. This new service would have to support large companies in developing disruptive startups through a service design approach. Research was conducted to explore three core topics: companies’ barriers to disruptive...

PeerPost: a peer-to-peer PostNL delivery service This graduation project, executed for PostNL, started with the need for a future proof PostNL location. The aim was to give an advice and vision on what such a location should entail. Furthermore, the elements needed to make it function were to be designed. The design brief raised the question...

This project examines the current state of the art of using public participation in urban planning, resulting in a proposal for a new online participatory tool. Amongst other advantages, involving citizens in urban planning projects reduces the cost, time & risk of implementation, while the incorporation of ‘local knowledge’ in the decision...

Up to 40% of medical equipment in the developing world is broken, largely due to lack of repair and maintenance. This report investigates the possibility of improving repair by making use fo remote communication technologies. Research is performed at a User Interaction and Systems level and combined to create the design of a remote servicing...

Starting off with Ford Motor Company, an internal and external research was firstly done. Basically, the general opportunities for Ford to transform itself into a service mobility company includes making full use of vehicle data to understand the customers’ behaviors, needs, transforming vehicle to mobile phone on the wheels, in order to create...

This graduation project was initiated by ID StudioLab, in collaboration with Ford. The goals are to understand deeply about commercial vehicle users' needs especially by using contextmapping method and to design innovative service concept in the area of mobility. This project adopted double diamond service design process, including Discover,...

On the present day, corporate organisations want to change their product-focussed approach towards a customer experience focussed approach. This human- centred approach to innovation is called CX Innovation. CX Innovation gives corporate organisations a competitive advantage, but they struggle to implement CX Innovation in their organisation....

This study presents the development of a future vision and service proposition to improve the experience of international travellers when using public transportation in the Netherlands in a user-centred way. The focus is set on international travellers, who arrive at an airport in the Netherlands. Purchasing public transportation tickets in the...

Travelling has the ability to gives us freedom to discover our surroundings in a spontaneously manner. However, struggles and frustration during travelling can cause many difficulties to reach this state of mind. In the current travel situation, we have to bring our luggage from our departure place to a transfer hub. After arriving at the...

Next to a successful surgery, hospital aim to provide support to improve osteoarthritis patient experience for the complete treatment journey as a vision in next 3-5 years. The term “patient experience” is highly correlated with patient’s perception about their context, when a single or multiple personal events occurred alongside with the...

This graduation assignment was commissioned by PostNL. PostNL is the biggest postal and parcel service in the Netherlands. At this moment, PostNL consists of three main branches: mail, international and parcel. Mail is the big cash cow that needs to be kept as healthy as possible for as long as possible. Part of PostNL’s strategy to realise this...

Secrid is a company that designs and manufactures innovative wallets and has grown very fast by doing so. The company has the ambition to play an important role in the self-defined pocketwear market, which is symbol for small and convenient products you carry with you. Acknowledging the rise and popularity of the smartphone as a pocketwear...

Mobile phones are undoubtedly an important part of our daily lives and activities. With the avid use and rapid upgrade patterns of mobile phones in current consumer lifestyle comes a wasteful disposal process. The high speed at which mobile phones are left for obsolescent makes the electronic waste problem that they bring with them a target of...

This thesis searches for a way to integrate Design Thinking into Lean Six Sigma. This is done by doing a service design case study for mortgage interest rate reduction for a bank. The service design is done with several design thinking tools. The tools during the process are reflected upon and these reflecties serve as a guideline for the...

Loyalty programs are mainly implemented to build up the relationship between the company and the customer, i.e. to increase the customer loyalty. This has both social and financial benefits for the customer (e.g. feeling of community, discounts, etc.) as well as for the company (e.g. better relationship with customers, increase share-of-wallet,...